Job Information
Utilities Service, LLC Client Manager (Account Manager) - Commercial Landscaping in Livonia, Michigan
Who We Are
At United Lawnscape, we understand that providing excellent customer service is only part of what exemplifies an exceptional company. That's why we offer superior commercial landscape services and take the time to create outstanding client relationships. These relationships enhance the customer experience as we become valued members of your team. As part of the Aspen Grove Landscape Companies, we offer a local company's expertise and personal touch, coupled with the support and vast resources of a national organization.
More importantly, we'll take the stress out of managing your landscape— and go above and beyond your expectations to win your trust.
Our use of current technology and state-of-the-art equipment, plus our commitment to technical training for all employees, ensures that our clients receive outstanding landscaping and superior customer service. We provide complete landscape management programs, including landscape maintenance, irrigation management, plant and turf healthcare services, enhancements, and construction.
Our Mission
Our mission is to deliver excellent quality, great service, and great value. We back that up daily with our PROMISE, which ensures that we create true partnerships with our customers and helps us "leave the world a little better than we found it."
Our Values
Quality - The ability to understand our customers' and staff's needs and expectations, and to continuously provide services that satisfy those needs and exceed expectations.
Integrity – To achieve the highest standards of integrity in all the services we deliver to customers. To provide a culture based on integrity and a continuous improvement process, enabling employees to achieve personal and career goals.
Communication - Nurturing relationships with our customers year after year, delivering services with honesty, loyalty, and good old-fashioned hard work.
JOB OVERVIEW
This position is responsible for developing and maintaining successful relationships with clients that support the goals for renewal, retention, growth and profitability. Client Managers work in tandem with production staff to ensure that jobs are delivered safely, efficiently and in accordance with the company’s standard for quality. Client Managers evaluate the performance of Service Level Agreements, quality levels and financials within their accounts. They will own the client relationship and will serve as the primary point of contact for assigned clients. This position will report directly to the Branch Manager.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES:
Maintains relationships and direct communication with all levels of client organizations to ensure high quality and service expectations are met.
Assists in developing and implementing account-specific vision, strategies, and creative solutions. Monitors and manages account profitability and drives retention and growth of contract business.
Acts as primary escalation responsibility for client concerns by proactively assisting in resolving issues with customer service when needed.
Conducts regular business reviews with clients to assess expectations (to be documented) and each maintenance team’s performance, incorporating goals pertaining to quality, maintenance functions, and personnel development.
Identifies, estimates, and presents opportunities for new business and enhancements.
Monitor the implementation of approved work orders (Irrigation, Mulch, Turf Care, and Seasonal Color).
Works in tandem with business development staff to achieve branch sales goals through referrals and generates sales opportunities within Client portfolios.
Effectively manages and completes the client transition from the Sales Team to the Operations Team.
Ensures familiarity with each job’s specifications, that each account has a solid communication plan in place, and that it is administered successfully. Communicates with production staff daily on schedules for work on all jobs and assists in prioritizing work.
Provides client feedback to the Operations Team in a manner that allows the Operations Team to effectively facilitate change / corrective action.
Partners with Project Management in organizing and implementing Client requests and operational procedures on property sites and schedules regular meetings with Supervisors & Team members to communicate plans and ensure proper and timely billing.
KPI’S:
Portfolio retention of 90% or greater
Management capacity of $1.5M or better
Communication plans are actively worked on and shared with the production team
Positive scores on client surveys
Enhancement revenue at a minimum of 30% of portfolio
A consistent source of lead generation and referral business to the sales team
Positive teamwork with production staff
Enhancement and Contract sales meet or exceed individual goals set by the client manager and branch manager.
EDUCATION & EXPERIENCE QUALIFICATIONS:
Minimum of a high school diploma or GED
Bachelor’s Degree in Business or a related field preferred
Must have 3-5 years of experience in operations, customer service, customer relations, or related field.
SKILLS & ABILITIES QUALIFICATIONS:
Must be able to travel to and from Company office and client locations, with the ability to attend after hours events when necessary (board meetings, networking events).
Must be able to demonstrate excellent accountability as this position has the authority to initiate actions and make decisions within established precedents and practices with regular managerial direction and review.
Must be able to demonstrate excellent judgment as the incumbent’s decisions directly impact operating costs and indirectly influence client retention and future contract awards.
Must be familiar with all operational concepts, practices, and procedures and must have the ability to identify and sell landscape enhancements.
Must possess and demonstrate excellent interpersonal and conflict resolution skills with the ability to negotiate.
Must possess and demonstrate exceptional oral and written communication skills, with competency in business writing.
Must be able to maintain appropriate confidentiality.
Must always represent the Company in a positive and professional manner.
Highly organized with great follow-up abilities.
Excellent computer skills.
A sense of accountability, goal-oriented, ownership of one’s work and taking pride in it, and a commitment to quality and continuous improvement.
Strong problem-solving and multi-tasking abilities; shows attention to detail.
Basic planning, organizing, and problem-solving skills.
Must be able to adapt to change.
Travel required up to 50%.
Must have a valid state driver’s license and reasonably clean driving record.
PHYSICAL REQUIREMENTS:
Rarely: Crawling, climbing on/off truck, climbing poles, gripping, color vision, pushing, pulling, climbing ladders, balancing, lifting up to 50lbs.
Occasionally: Kneeling, squatting, sense of touch, manual dexterity, reaching, range of motion, lifting, carrying, lifting over 10lbs to 50lbs.
Frequently: Standing, walking, stooping, climbing stairs.
Continuously: Sitting, body twisting, speaking clearly, seeing distant, seeing, reading, hearing – speech range, depth perception, lifting up to 10lbs.
Individuals must be able to perform the essential functions of the position with or without a reasonable accommodation. Individuals with a disability who desire a reasonable accommodation should contact the ADA Coordinator at 1-800-248-8733, ext. 1339.
An Equal Opportunity Employer, including disabled and vets.
Rarely = less than 10%
Occasionally = up to 33%
Frequently = up to 66%
Continuously = 67% to 100%